Are TQM practices supporting customer satisfaction and service quality?

Author: Ooi Keng-Boon   Lin Binshan   Tan Boon-In   Chong Alain Yee-Loong  

Publisher: Emerald Group Publishing Ltd

ISSN: 0887-6045

Source: Journal of Services Marketing, Vol.25, Iss.6, 2011-09, pp. : 410-419

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Abstract